Norfolk Towers Paddington — Hotel in London

Subject: Formal Complaint – Mishandled Booking and Poor Front Desk Support at Norfolk Towers Paddington Hotel

Dear Management of Norfolk Towers Paddington Hotel,

I am writing to express my serious dissatisfaction with the service my family received during our recent visit to your hotel on 05-07-2025

We had made two separate room bookings:

One under my name via Booking.com, And another under my daughter’s name via Klook.

Upon arrival, both my daughters were asked to photocopy their passports, which they did without hesitation. However, despite presenting valid identification and booking confirmation, your front desk staff insisted they could not find the second reservation. They were told to wait for my arrival before anything could be resolved.

This created unnecessary panic and emotional distress. As it was already late in the evening, my daughter grew increasingly worried that there would be no hotel room left for her and her sister if they continued to wait. Fearing being left without accommodation in the middle of the night, she felt she had no choice but to make a last-minute booking at another hotel, which cost her £200.

Only later did your staff realise that the second room was indeed available all along. However, by that time, the emotional and financial damage had already been done.

What was most disappointing is that no apology or compensation was offered. Your staff handled the situation as if we were at fault, despite us having made both bookings correctly and providing all necessary documentation.

This level of service is completely unacceptable for a hotel that serves international travellers. Your front desk team should be trained to handle such situations with more professionalism, empathy, and responsibility.

We are requesting:

A formal explanation for the mishandling of the second reservation,

A written apology to my daughters for the distress and unnecessary cost they had to bear and there is no compensation...

This hotel is a quaint botique hotel that we found online. It was probably built around the 1960s and has been updated and remodeled. The best two things about this hotel are the location and the staff. Kanchan ( the AM front desk manager) and Rehan (the evening front desk manager) as well as Daniel and Pedro are fantastic! Kanchan helped us store our luggage two times and was able to get us breakfast on the first day even though we had not checked in yet, as well as was always friendly and greeted us with a smile. Rehan was amazing. Whenever we had a question about a location, for example a laundermat, he was quick to find us one. He was always willing to help and when our flight was cancelled and we had to book an additional night, he was able to arrange that for us. Daniel came on later in the week and also was willing to help us with any questions we had. Pedro is the bartender and he was always there to greet us with a smile, recommend an English ale for my husband, and to wait on us when we had dinner at the newly opened restaurant. The hotel was clean. The downsize was the size of our room. It was very, very, small. In fact, one had to climb over the bed to get anywhere in the room. The bathroom was teeny and two could not fit in there at once. The carpet had stains on it, which was bothersome when we first got there, but it was clean. The maid service left the room immaculate, albeit a little cold as they would always turn the air conditioning way down. Overall, we would highly recommend this hotel because of its location. It was a 10 minute walk to Paddington Station which housed all the trains and the tubes, as well as the Heathrow Express. The neighborhood was quaint and lined with beautiful trees. The restaurants in the neighborhood were all superb! We left this hotel with a great feeling and highly recommend...

You’d think we’d be able to leave our belongings in our secure hotel rooms. We had the sign on for cleaning, came back to it being extremely dirty with the DND sign on. Very suspicious. Also realised our £1500 GOLD NECKLACE WENT MISSING !!! When we told the managers they were extremely unhelpful, and with the cleaning manager (Lola?) saying she was fed up of dealing with the situation within the first 2 minutes. The same lady that morning was fiddling to get into our room claiming she was housekeeping. We were told they’d check the cameras and report it to the police but had no updates until we asked ourselves and they said they couldn’t report it or check the cameras as their main manager wasn’t it until Monday. He was then conveniently missing the day he was supposed to show up, so was the cleaner who was on our floor. Regardless of if it was in the safe or not, things shouldn’t be taken, are no background checks done before hiring? According to one of the receptionists Azeez “why would they take something worth that, they earn a lot more working here” which was very disrespectful !! Terrible service and no help at all, definitely wouldn’t stay here again felt unsafe to leave things, am I supposed to put my whole suitcase in the safe ?! Also had a hiccup with the rooms when they tried to fob us off by giving a smaller room than promised, when we asked them and showed their website pictures they made us try to feel like we were stupid and didn’t know the difference when one floor had a clear sign that labelled the room we were supposed to have. The room we were given was extremely cold all the time we both...